What's Wiom?
- 92% Indians don't have unlimited home broadband internet! Enter Wiom.
- Wiom is a new-age internet platform, that buys unused internet from existing internet users and sells it to people who are looking for affordable and high-quality internet.
- For the next 100M households, who do not have Unlimited and High-Speed Home Internet, Wiom is the most aspirational and 24 hours Unlimited Internet solution. Unlike existing Service Providers, Wiom provides Daily Plans, Zero Upfront Costs and Roaming Internet is highly scalable and affordable due to the shared economy and platform approach.
- Wiom has been founded by a group of IIT IIM alumni with prior experience in companies like Microsoft, American Express and is backed by marquee investors like 3one4 Capital, Omidyar Network, Your Nest, Auxano etc. Wiom is the fastest-growing company in its space and will impact 500 million Indians in the next 5 years.
What's it like to work at Wiom?
- We are going to be upfront. The way we work does NOT suit everyone. No old-fashioned hierarchy. No micro-management. No hiding behind fancy job titles. Those joining us from old-school firms, experience a breath of fresh air. We work through layers of self-sufficient, autonomous teams start-ups. We are a bunch of teams start-ups within teams start-ups within teams start-ups within teams start-ups
- Wiom is that place in your career, where you transition from management to ownership. A transition eased by guidance and plenty of support from talented, super-smart colleagues.
JD of Lead - Customer ExperienceAs an Lead - Customer Experience, you will be an integral part of Wiom's growth journey, collaborating with multiple stakeholders to support various strategic and operational initiatives. This role requires exceptional problem-solving, execution & communication skills. You'll have an opportunity to solve complex business problems which will impact 500 million livesWorkstreams You Will Own (Like a Boss!)
Own And Lead CX Operations
- Manage end-to-end customer support operations, across both in-house and outsourced team. Ensure prompt and effective resolution of customer queries, complaints, and service requests within defined SLAs.
Enhance Customer Experience Strategy
- Design and implement forward-looking strategies to enhance the overall customer experience, aligning closely with Wiom's business objectives and growth plans.
Champion a Culture Of Customer Obsession
- Instil a service-first mindset across teams, promoting excellence, ownership, and a commitment to continuous improvement in every service interaction.
Accelerate Tech-Driven Transformation
- Champion the use of AI, automation and digital tools to optimize costs, personalize customer interactions and enhance operational agility.
Track And Drive Key-Metrics
- Drive adherence to Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Response Time, and Retention Rate. Implement interventions as required to meet and exceed targets.
Optimize Service Processes
- Collaborate with Process Design team to re-engineer and institutionalize Standard Operating Procedures (SOPs) that drive operational efficiency and ensure seamless delivery.
Leverage Data And Insights
- Utilize customer feedback and data analytics to identify areas for improvement and implement strategic initiatives to improve service quality.
Streamline And Scale
- Identify operational bottlenecks and inefficiencies. Redesign workflows and eliminate bottlenecks to enhance team productivity, service quality and scalability within the CX team.
Be The Voice Of The Customer
Represent customer interests in strategic discussions and key decision-making processes with Product, Technology, and Marketing teams. Work Closely with them to integrate customer insights into product development and marketing strategiesWhat makes you a great fit!
- Strong expertise in customer experience management, leading large-scale customer service teams (in-house and outsourced) and delivering outstanding service levels.
- Proven success in driving process optimization, workflow automation, and large-scale CX transformation initiatives.
- Strong analytical and problem-solving skills, with the ability to leverage data for strategic decision-making.
- Hands-on experience with AI, automation tools and customer service platforms (CRM, ticketing systems, chatbots etc).
- Strong stakeholder management skills with the ability to influence key stakeholders across Tech, Product, Marketing and Operations.
- Exceptional communication and interpersonal skills, with a passion for team leadership and people development.
- Highly detail-oriented with excellent time-management skills and the ability to prioritize and execute in a high growth, fast paced environment
(ref:iimjobs.com)
